V2 Rubric Detail — d465dc16-66a6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 21:36
Duration
9m 43s
Contact
Bert Emerson
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00126894
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_RE6500
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided resolving a standard password recovery request by incorrectly citing warranty expiration and directing customer to an AI bot, rather than applying the documented recovery-key process or local login guidance available for all models.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve a basic password inquiry by misidentifying the device, providing inaccurate warranty information, and avoiding use of standard recovery procedures. No troubleshooting, escalation, or ownership was demonstrated, resulting in a fully unresolved case with clear avoidance of responsibility.

V1 Case Analysis

Customer requested Wi-Fi password for EA7500V2; agent misidentified model as 'EAS 2500', incorrectly stated support ended in 2025, and did not provide password recovery steps. Directed to AI bot.

Troubleshooting Steps
  • Asked for serial number and model number multiple times.
  • Incorrectly identified the device as 'EAS 2500' instead of EA7500V2.
  • Incorrectly stated technical support ended in 2025 and no tools are available.
  • Directed customer to Linksys AI bot without offering password recovery steps.
Key Observations
  • Agent misidentified EA7500V2 as 'EAS 2500', a non-existent model.
  • Agent provided factually incorrect information about support eligibility and tool availability.
  • No standard password recovery steps were offered despite the customer's clear need.
  • Call ended with a vague self-help referral without concrete guidance.
Positive Highlights
  • Agent remained polite and professional throughout the call.
  • Agent attempted to clarify the device model and serial number.
Agent Errors / Gaps
  • Misidentified the product model as 'EAS 2500' instead of EA7500V2, which is not listed in the Linksys KB.
  • Incorrectly stated that technical support ended in 2025 and that 'we don't have the tools anymore', contradicting standard support policy for out-of-warranty devices.
  • Failed to offer standard password recovery methods such as using the recovery key or guiding through a factory reset.
  • Did not confirm whether the customer had access to the router's web interface or mobile app, which could have enabled self-recovery of the password.
  • Allowed the call to close without ensuring the customer had a concrete next step beyond an AI bot referral.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the password request and instead told the customer to call back later with the correct device; no solution was provided during the call.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only asked for serial/model numbers without conducting any diagnostic steps; no troubleshooting was performed to identify or resolve the password issue.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared the EA7500V2 out of warranty and unsupported, failing to apply the OOW best-effort standard; did not attempt recovery-key reset or firmware-based login guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to correctly identify the device (confused modem with router), did not isolate the symptom (forgotten password), and jumped to unsupported conclusions about warranty status.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used — agent did not guide customer to local login (192.168.1.1), check default password, or use recovery key; relied solely on CRM lookup which failed.
T3 Not Met No misinformation conf 97%
Agent stated EA7500V2 support ended in 2025 and no tools exist, which is inaccurate; universal KBs cover legacy models and recovery-key method applies regardless of warranty.
Communication
C1 Not Met Clear & professional language conf 94%
Agent provided no structure, agenda, or expectations; conversation was reactive and disorganized, with no control over direction or transitions.
C2 Not Met Confirmed understanding conf 93%
Agent used technical terms like 'legacy router' without explanation and did not confirm understanding; communication remained scripted and unadjusted to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent deferred resolution to a future call ('you’ll have to call us again') instead of owning the issue or attempting known recovery methods.
O2 Not Met Proactive follow-through conf 95%
Only vague next step given was 'call back later' — no specific action, timeline, or preparation guidance provided for the return call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
A valid escalation path existed (L2 support or firmware-based recovery), but agent did not escalate or even suggest it, choosing dismissal instead.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Only generic 'thank you for your patience' offered; no acknowledgment of customer frustration, repeated effort, or emotional state.
X2 Not Met Tone & rapport conf 92%
Agent maintained a flat, transactional tone throughout and did not adapt to customer’s hesitations, confusion, or pace of speech.
X3 Not Met Overall experience conf 95%
Customer repeated multiple serial/Wi-Fi names multiple times; agent failed to use any information efficiently or reduce redundant effort.
Call Transcript19 turns · 19 lines
Speaker 1
Hi, good afternoon. This is Uh Emerson calling and Uh I need a password. I I got a new laptop and I have no idea what Uh Um [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available please have your devices, serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence. [silence] [silence] [silence] Thank you for calling Linksys, this is Mei, how can I help you?
00:00
Speaker 1
Do you what the password would be for the modem. Is that correct? Right. Oh, yeah, the writer. I gotta get the right component. Okay, so I was given a number to call you folks. And I can give you, I think it's the serial number that you're looking for. Would CM.ma C802Bf9FD. That's not the serial number? Is that? Okay, what would be the prefix on it? What? Because I'm looking at the sticker on the bottom.
01:00
Speaker 2
we're not squirti modem just a router Wi-Fi router okay uh-huh serial number I need that that's not our serial number that's not our yeah it's yeah
01:00
Speaker 1
okay okay well there I have three different numbers on the bottom of this okay that's uh MTA MAC and the other how about serial number would that work okay okay uh it's h b f 7L 22 0 one. one um okay okay okay okay x x x
02:00
Speaker 2
Underneath there's a sticker and that serial number is there as slash and. Make sure that you're checking the right box. It should be the link sister router, not the modem. That's still not the right one. Mm-hmm. What is it? Yeah, serial number. That's what I'm asking. Serial number.
02:00
Speaker 1
on this one it's it's E31-U2V1 now okay I've got a router I'll I'll get the router here good grief
03:00
Speaker 2
a, Our serial number consists of 14 characters, a combination of numbers and letters. I believe you're checking the wrong box. Can you tell me instead the model number? Maybe you're calling for a TP-Link router. What's the model number that you can see there? That's the model number that you can see. Okay. One second. That's actually a modem. It's not a router. uh, a spectrum modem.
03:00
Speaker 1
Thank you for your patience. Okay. Now, I've got a bunch of them. I have, I have Lynn Lynn system 03,139. That's not it, right? Yeah, okay, that's what I put in online, and it it's there, but I click on it, and it doesn't um, it doesn't take it. Okay, I've got some other ones up here. I've got uh, 1,8 L
04:00
Speaker 2
You're welcome. That's the Wi-Fi name only, not the serial number.
04:00
Speaker 1
So it's one A, um, after the seven, it's just one eight. Yeah, it's eight. Uh, let's see, would that be an EA7500V2?
05:00
Speaker 2
So that's one, eight, Lima two, one Sam zero seven eight eight zero three one, one three nine. Mhm. I cannot see any record here still. Can you tell me the model number instead? Model number is there. Mhm. Ah, yeah. That's the model number. Mhm. The
05:00
Speaker 1
[silence] Yeah. Okay. Let's see, I mean, I have, another one. I have uh another one.
06:00
Speaker 2
That's the reason why our system cannot pull up any record about your router. This EAS 2500 is already out of warranty and not just that, for technical support, it had ended way back year 2025. So this is already a legacy router. Though it's already a legacy one, it should still work. It's just that when it comes to technical support, it's no longer being supported. We don't have the tools anymore for that. But we have our website. We have AI bot there which you can ask any questions pertaining to our router. It will then give you troubleshooting instruction on our website which is Linksys. We have AI there on the lower right side. Okay? For
06:00
Speaker 1
new one that I haven't hooked up. So, um, I wanted to see what I can do is I'll have to locate it and, um, give your uh department a call back. Of course, is this a California call? Oh, you're good to 11:00 p.m.? 11:00 your time.
07:00
Speaker 2
Uh-huh. Uh-huh. Okay, we're open up until 11:00 PM. So you can call us up until 11:00, yeah. Uh-huh.
07:00
Speaker 1
Oh, Eastern? Okay. I'm on Eastern. So, okay. We're good up through beloved. Okay. Thank you very much. All right. Bye-bye. That's unbelievable. Now, where would I put that? I didn't even look up there. [silence]
08:00
Speaker 2
Eastern time. Yes. Uh-huh. Okay. Mhm. Yeah. Just give us a call then. Alright? You're welcome Emerson. Bye for now then. Take care. Bye-bye.
08:00
Speaker 1
Okay. This is a, what's it called, a, uh, a, uh, a, uh, a, uh, a, uh, a, uh, a, uh, a, uh, a, uh, a, uh, a, uh, a, uh, a, uh,
09:00